Shell Energy BusinessAbout usOur complaints performance

Our complaints performance

We aim to make sure that we handle all complaints fairly and efficiently and we will always handle your complaint confidentially.  We are committed to continually improve to service we provide and to learn from any feedback we receive. 

Complaints received and resolved

This is the number of complaints we’ve received and resolved in Q1 (1 January – 31 March 2023):

Number of complaints received 

30

Number of complaints per 100,000 customer accounts

0.0003

Number of complaints resolved*

32

Number of complaints resolved per 10,000 customer accounts

0.0032

% complaints resolved by end of next working day

17%

% complaints resolved within 8 weeks

87%

*Including complaints resolved which were raised in previous quarters.

OUR HISTORICAL COMPLAINTS STATISTICS

Date

Number of complaints received per 100,000 customers

Number of complaints resolved

Number of complaints resolved per 100,000 customers

% resolved at day +1

% resolved at 8 weeks

Q4 2022

0.0004

39

0.0039

15%

87%

Q3 2022

0.0005

59

0.0059

12%

78%

Q2 2022

0.0004

58

0.0058

14%

75%

Q1 2022

0.0013

87

0.0087

16%

73%

Q4 2021

0.00066

61

0.00061

6%

67%

Q3 2021

0.00061

46

0.00046

8%

72%

Q2 2021

0.00060

35

0.00035

7%

72%

Q1 2021

0.00065

44

0.00044

8%

57%

Q4 2020 

0.00073

38

0.00038

7%

49%

Q3 2020

0.00078

28

0.00028

15%

34%

Q2 2020

0.00075

51

0.00051

19%

45%

Q1 2020

0.00082

76

0.00076

7%

46%

Q4 2019

0.00045

44

0.00044

9%

62%

Q3 2019

0.00076

75

0.00075

14%

67%

Q2 2019

0.00047

47

0.00047

11%

55%